ERMS and Web Forms

[kanthimathikris]

Dear Experts,

I have heard that web forms can be used in ERMS context to improve email responses.

Can anyone provide an idea of

What are webforms?

how are webforms created?

How are they integrated with ERMS?

Thanks & Regards,

Kanthimathi

[former_member290439]

Hi Kanthimathi,

Web form functionality enables business to support a scenario in where an user can submit information through a webform in a company web site and submitted information is processed by the ERMS system.

Logically there are 3 parts for the system to function, note that not all of these will be shipped by SAP.

1) External web application

This is the application hosting the web form page. The web form typically contains several input fields depending on the purpose of the webform. In order to enable ERMS processing, there will be some mandatory fields necessary.

SAP delivers a sample u201Cexternal applicationu201D which is BSP application by name CRM_ERMS_SAMPLE.

Of course, in customer situation this can be any application BSP or J2EE based.

2) Webform to Email conversion

The external application needs to convert the web form data to an email and send to ERMS.

The BSP sample application submits the webform to another application called u201CERMS Webform handleru201D or u201CERMS Webform connectoru201D implemented by BSP application u2018CRM_ERMS_WF_CONu2019.

Alternatively the a customer situation, the external application can use Java mail or .Net email functions to generate an email and forward it to ERMS.

3) Webform fact gathering service

When the email containing webform data arrives, the email must be parsed to determine if it contains webform, if yes then webform data must be added to factbase. This is where the webform fact gathering service plays its role; it analyzes the email structure, extracts relevant information and adds this to factbase. This information may be used during rule evaluation or for other purpose.

Hope this information helps.

With Best Regards,

Vinod

[Former Member]

Hi Vinod

This is very good information. I am currently testing this using BSP application CRM_ERMS_SAMPLE.

Once we submit this form we get a message:

The value for hidden WebForm field(s) txtSyWebformAccount & txtSyERMSEmailID must be defined in SAP Menu: Interaction Center->E-mail Response Management System->Settings->Define Receiving E-mail Addresses/Fax Numbers.

Thanks

[Former Member]

Vinod,

We also get the same message as AJ, please can you advise further?

Thanks,

Andrew G.

Edited by: Andrew Griffin on Oct 20, 2009 10:55 AM

[Former Member]

Hi Andrew

You'll need to maintain an entry in transaction: CRM_ERMS_OUTG_EMAIL

E-mail Address: ERMS

Outgoing email address: email address

This will resolve the issue

[Former Member]

Thanks for your reply Ajay, we had an entry maintained but not the ERMS one. The error message no longer appears for us.

I'm unsure where you can view the submitted mail form though? I could not see it in our ERMS Workbench.

Thanks again,

Andrew G.